Program Manager, Amazon

• The role requires customer focus, creativity, a data-first orientation and experience with performance and scale
• Bachelor's degree
• Knowledge of Excel (Pivot Tables, VLookUps) at an advanced level and SQL
• Experience in program or project management
• Experience working cross functionally with tech and non-tech teams
• Experience in defining and implementing process improvement initiatives using data and metrics
• Experience defining program requirements and using data and metrics to determine improvements

Desirable

• Community Moderation is responsible for building customers trust to help shoppers make informed shopping decisions through Amazon’s Social/Community features, including Customer Reviews, Questions and Answers, and Customer Profiles and new teams e.g. Inspire and Shop by Interest
• By driving customer trust in user generated content, we increase long term customer engagement on Amazon. Upholding customer trust is challenging and impactful for Amazon
• As a Program Manager in our team, you’ll be an essential part of innovating and transforming our processes
• You’ll be taking the lead on the design and launch of new programs for our customers
• You’ll also oversee programs that are already running and find ways to improve them
• You will have the opportunity to leverage your technical and program management skills leading medium to large projects
• You will be working closely with Operations, Engineering, Science and Business Teams
• This is your opportunity to have a big impact on some of the most exciting new ideas that are shaping the future of Amazon
• You will have the opportunity to make a difference in a fast paced, dynamic environment where your ability to dive deep, communicate, collaborate and drive changes will be a key
• You will play a very important role in ensuring a great customer experience, improving customer trust in our user generated content features, with an eye on automation to help develop scalable and robust solutions
• Serve as point of contact between Operations and Moderation teams for systems improvements
• Work with communities and content owner teams to create new and update existing guidelines based on new project launches and quality alignment
• Work with client teams to gather forecasts, dive deep and understand forecast anomalies and communicate results to stakeholders
• Work with Communities to gather and prioritize business cases to improve manual and automated moderation
• Work with Product Manager to prioritize initiatives and new feature requests
• Safeguard Moderation performance metrics and conduct root cause analysis when missed using data sources such as QuickSights, Hubble and Heartbeat
• As a Program Manager, you will build collaborative relationships with partners across the company as well as external customers to manage workflows and drive improvements
• This collaboration includes working with product managers and stakeholders to ensure that customer provided content adheres to our guidelines and policies and managing the operational processes used to safeguard this trust
• You will define policies and procedures, and partner with Communities to make sure content adheres to our guidelines
• Our team is dedicated to supporting you with mentorship and pathways for ongoing development